Head of Customer Service
3 giorni fa
Polestar is the independent electric performance car brand founded by Volvo Cars and Geely Holding. Operating as a start-up, but with the benefits of experience and expertise provided by its established founding companies, Polestar is a dynamic, exciting and rapidly expanding brand. Polestar’s first two products - the electric performance hybrid Polestar 1 and the electric performance fastback Polestar 2 - have been recognised both by the world’s press and customers to be outstanding vehicles. Polestar are currently marketed in 15 global markets across China, Europe and North America.
**Let us describe the challenge we offer**
Polestar in Italy is expanding the team. This is an opportunity to be part of the Polestar journey and be able to form and shape the customer service in Italy. We are looking for someone who has experience within customer service in the automotive industry. You will report to Head of Market Polestar Italy and in work alliance with the Customer Experience team at Polestar HQ. The role is based in Milan, Italy.
You will be responsible to secure Customer Service and Customer Experience deliverables in Italy and handling the interface and coordination with Polestar Headquarter and Volvo Cars Italy. You will deliver and secure Customer Service and Support of all Polestar products and services for Italy when it comes to the Service business operation and related systems as well as Dealer support & Customer support.
**What you´ll do**
As a Head of Customer Service in Italy you will be part of an agile team and, within the customer service area, be responsible for the establishment of Polestar as a new brand in the market. This will include both implementation of existing and new processes to secure the customer satisfaction.
- Act as the interface between Polestar Customer Service HQ, Polestar Automotive Italy and Customer Service within the Volvo NSC in Italy
- Together with the Global Organization, define and implement working procedures between Polestar Customer Service and Volvo Cars Customer Service
- In dialogue with Volvo NSC in Italy define and work out where Polestar could get support and where Polestar needs to build up own Customer Service capabilities
- Support in the setup of the local entity for managing the Polestar Customer Service operation and in initiating and running pilots to evaluate new program launch
- Secure and develop the Service network and Dealer standards for Polestar in Italy
- Assist and develop all KPI’s and management tools of the Business Operations process, in the later stage, it is fully monitored
- Secure, drive and support market activities to achieve Polestar Customer Service revenue, contribution margin and customer satisfaction target
- Responsible for managing regional warranty and goodwill matters related to Polestar products, including coverage, claim analysis, audit etc.
- Secure/develop and maintain a regional Polestar Technical Competence and Standard training covering the required competence profiles at Polestar Space & Customer Care Centers
- Secure implementation of Dealer standards and capabilities
**Who are you**
You are an experienced leader within the after sales department and the automotive industry, with more than three years' working experience and service strategy experience in premium car brands. We are looking for someone who understand the customer needs in the automotive area as well as in other consumer areas:
- Fluent in Italian and English, both verbally and written skills, other languages are meritorious
- Education in Technical or Business University, or equivalent education
- A proven project leader, with ability to lead and inspire various formal and informal teams
- Strong individual with a high ability to cooperate and work in a team with the ambition to share experiences and learn from others
- Experience in driving creative processes
- Structured and effective with excellent communication skills
- Strong interpersonal skills and proactive approach to problem solving
- Passion for Cars and Customers
- Excellent leadership and communication skills, an inspiring leader
- High ability to cooperate and work in a team environment with the ambition to share experiences and learn from others
- Good business acumen and analytical skills
**Is this you?**
Are you ready for the journey? Which is electric by the way
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